The IIC Blog

Employee engagement

Today is CX Day, a global celebration of great Customer Experience. The matter up for discussion this year? Unifying CX in a B2B world. At Investor in Customers, we know that delivering an unforgettable positive experience is even tougher when your customer is a business. Th...

Joining only 25% of Investor in Customers' (IIC) clients to achieve Gold status, Arrow County Supplies have listened and acted on feedback they received from their customers, employees and management team in 2017 – making an ongoing commitment to continuous improvemen...

The Sunday Times recently released their annual list of the '100 Best Companies To Work For'. Over 260,000 employees determine the rankings each year, by giving feedback on a multitude of factors. The outcome separates the good employers from everyone else, across a variety ...

Hot on the heels of the Employee Benefits Live exhibition last week, we ask ‘how important is employee engagement when it comes to your customer experience?’
The answer is a great deal.
This might seem rather obvious, clearly a happy employee, is more likely to get a p...

We've analysed hundreds of thousands of questionnaires, completed by staff and customers across a broad range of industries, from finance to waste management. And, time and time again, it's the same four questions are flagged as areas of concern:
Does your business really...

The simple answer is 'yes', of course. But why is that?
Customer loyalty starts with committed and motivated employees, so it's important to keep them satisfied.
Our assessments regularly raise this as an issue though, with employees scoring nearly one point (out of 10) ...

So you're thinking about starting the Investor in Customers journey to evaluate what your customer service is really like. But what does it involve and, crucially, does it work?
Our assessment model is based on detailed academic research and case studies. An independent a...

Having happy employees is vital for any business. So it's important to regularly check-in and get feedback, no matter how big or small your company may be.
Recently, we've been made aware of a large UK company that does just this…but via paper surveys, which need to be c...

It is said that 81% of companies motivate employees to treat customers fairly.
Whilst that may be true, to what aim? Just because they are said to be motivated does not translate into performing to top standards. Or even that those 'top' standards are necessarily customer ...